Course Overview
Conflict Resolution and Difficult Conversations practical course equips participants with the tools and techniques to manage conflict and navigate difficult conversations with confidence, clarity, and empathy. Through real-life examples and role-play, participants learn to handle disagreements constructively and strengthen workplace relationships.
Course Objectives
By the end of the training, participants will be able to:
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Understand the types and root causes of conflict
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Recognize their personal conflict style and adapt accordingly
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Apply proven conflict resolution models in challenging situations
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Approach difficult conversations with confidence and emotional intelligence
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Use listening and feedback strategies to de-escalate and resolve tension
Course Content
Module 1: Understanding Conflict
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Common causes of workplace conflict
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Conflict styles: avoid, accommodate, compete, collaborate, compromise
Module 2: Communication Tools for Resolution
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Using the SBI (Situation-Behavior-Impact) feedback model
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Practicing active listening and emotional neutrality
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Strategies for managing emotions in tense situations
Module 3: Difficult Conversations in Action
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Planning for high-stakes conversations
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Using empathy and clarity when addressing sensitive topics
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Role-playing common scenarios: performance issues, team friction, client complaints
Course Duration
3 hours